I just received my refund. I did the support request a while ago, I don't remember exactly when, but it took a few weeks. However, with this I can confirm that the refunds are properly made after a request
the issue here is they don't reply to the ticket even saying don't worry or whatever. but if it's for buying stuff i get a reply max 48 hrs after. i'm not saying they don't refund us only that a automatic reply with a eta would be nice. Keep up the good work!
The majority of our team is currently at PAX - including pretty much everyone that normally handles things like processing refunds. The entirety of our team has been prepping for PAX for the past few weeks, as well, adding hours of behind-the-scenes work to our schedules. To my knowledge, no tickets have been ignored during this time, but the response times have been different -- 72+ hours compared to the usual 48 hours and some tickets are delayed until PAX is over.
The support system does not do automated e-mails, both because it can't guarantee that the ticket made it into our system or that a support representative is able to take a look at it quickly. And sending a manual reply to a ticket before being able to tackle it seems both dismissive and annoying to customers.
Normally, I take the extra time to look up all the cases where someone posted or sent me a PM to ask about their ticket, but I've had a lot of things to handle this past week. Hopefully things will go back to normal after PAX, but I figured I'd say something about it because being quiet seems to make people think we're ignoring them (when this is far from being the case).
Whoever decided that the 5th area of Xenoblade 3 had to be THAT big and be explored in the manner it does needs to be shot. My OCD cannot leave a tiny shard of the map hidden and those controls can go right on and f*** themselves. -.-